C.S. & P
The purpose of this procedure is to evaluate and finalize customer complaints in our organization; and to determine the processes to be applied in the process, as well as the
To describe the work carried out to continuously improve its effectiveness.
This procedure is to determine the data related to the complaint, from the design of the product to the after-sales services, based on the complaints and feedback received in our organization,
It covers the activities of collecting, analyzing and directing the internal processes in the light of these evaluations.
3.1. SENIOR MANAGEMENT
- Identifying and providing the resources needed for the effective and efficient complaints-handling process.
- To regularly review the effectiveness of the complaints-handling process.
- Establish and publish a policy with commitments to address complaints.
- Establishing process targets.
3.2. CUSTOMER SATISFACTION AND COMPLAINT MANAGEMENT REPRESENTATIVE
- Establishing, implementing and maintaining the processes and procedures for handling complaints.
- To make measurements and researches related to customer satisfaction, to identify improvement areas by analyzing the results and to achieve targeted customer satisfaction
- To inform the departments on issues related to customer satisfaction.
- To ensure the recruitment and training of appropriate personnel to be involved in the handling of complaints.
- Reporting to senior management through regular management review meetings on the performance of the complaints-handling process.
- To determine performance criteria on the basis of processes, to follow the targets, to report the developments to the senior management regarding customer satisfaction.
3.3. COMPLAINT REVIEW TEAM (QUALITY MANAGEMENT, OTHER DEPARTMENTS)
- To improve customer satisfaction and relations and to make customer visits, to work on solving problems in order to provide better service
and evaluate labor standards. Receiving support from Technical Expert, R&D, Foreign Trade, Sales and Marketing departments during customer visits.
- In order to increase customer satisfaction, corrective actions are taken by transferring customer problems to the relevant departments (Production, Sales, Purchasing, etc.) according to the scope of the complaint.
To ensure that the customer is started, to follow up on customer complaints and requests, to make statistical studies on them.
- Providing technical consultancy/support services to meet the evolving needs of customers. (Working in coordination with Technical Specialist/R&D/Sales units.)
- From every stage of the complaint within the scope of the customer satisfaction management system;
01. Transferring the complaint to the system and taking it into consideration
02. Stage of development regarding the complaint
03. Information about the conclusion of the complaint
04. Tracking information about the complaint
The customer/relevant Regional Sales and Export Manager is informed.
3.4. REGIONAL SALES MANAGERS, EXPORT MANAGERS
- Regional Sales Managers and Export Managers receive complaints and feedback and notify them with their details to the Quality Management and Sales department, and the relevant responsible (Sales)
The complaint is entered in QDMS by the Operations Manager, Export Implementation Officer, Technical Expert, Export Manager, Quality Management) or in writing in Quality Management.
delivered to the section.
- Regional Sales Managers and Export Managers make on-site visits to the complaining customer when necessary and provide information/sample about the complained product. (within the knowledge of Quality Management)
- Within the scope of the customer satisfaction management system, the customer is informed at every stage of the complaint. (Especially that the complaint is taken into consideration and closed.
forwards the information to the complainant).
When the review of the complaint is completed, the customer is contacted to close the complaint, and the customer’s opinion and approval is received and the quality is transferred to the Management.
3.5. SALES OPERATION MANAGER AND EXPORT IMPLEMENTATION RESPONSIBLE
- They act as a bridge between Regional Sales Managers and Export Managers, and provide communication between Quality Management at the point of communication.
3.6. ALL DEPARTMENT MANAGERS
- To analyze and evaluate the part of the customer complaint that belongs to its own department, to find solutions, to report these solutions to the Quality Management Department, in the future
make arrangements to prevent its occurrence.
- Ensuring that all information regarding the complaints-handling process is easily accessible.
- To be aware of the customer-oriented approach, to encourage it.
4.1. DEFINITIONS AND ABBREVIATIONS
4.1.1. COMPLAINT: HIBSAN HAVALANDIRMA LTD. STI.’s product and / or service or the processes applied to solve the complaints.
is an expression of dissatisfaction.
4.1.2. FEEDBACK: Opinions, comments and statements regarding the products and the complaint handling process.
4.1.3. COMPLAINT: The person, organization or representative who made the complaint.
4.1.4. CUSTOMER: Persons or institutions that buy products or services
4.1.15. CUSTOMER’S RIGHT TO EXTERNAL REMEDY: In case of failure to reach an agreement with the complainant in customer complaints, the complainant customer seeks his/her right through legal and legal means.
HİBSAN handles the complaints, monitors, measures and evaluates the data obtained from the measurement results in accordance with the principles below, and ensures the continuous improvement of the customer satisfaction management system.
4.2.1. Through this procedure, HİBSAN has described the ways of making accessible the investigations, procedures and forms related to handling complaints.
- Regional Sales Managers
- Export Managers
- Quality Management
4.2.2. Complaint management procedure, forms, questionnaires (in Turkish, English, Arabic; on the basis of final consumer, distributor and point of sale) were prepared. Its up-to-dateness is followed through the QDMS program used within the scope of management systems. These documents can be accessed via the above-mentioned web page, or they can be obtained from Sales, Marketing and Foreign Trade units by e-mail or fax. In addition, these units; They are responsible for the up-to-dateness of these documents and forms delivered to complainants and customers. The complainant is informed at regular intervals from the acceptance of the complaint made upon his request until an agreement is reached for a solution. Quality Management is primarily responsible for the evaluation of complaints. The complaint gathering center is Quality Management. When the complaint is first evaluated, it is registered in the QDMS and the investigation begins. The information that the complaints entered into the system via QDMS are taken into consideration is conveyed to the Regional Sales Manager and Export Manager through the Sales Operations Manager/Export Implementation Officer. Quality Management can also inform the complainant directly. At the point of informing the complainant, Sales Operations Manager and/or Export Application / Export Manager act together. After the complaint is closed, the same departments inform the complainant.
4.3. RECEIVING A COMPLAINT
At HİBSAN, complaints are received by Regional Sales Managers, Export Managers, Factory Secretary, Quality Management Manager, Quality Management Chief, Foreign Trade, Consumer Hotline, telephone, mobile, fax, e-mail, verbal etc.
Complaints received by the Factory Secretary are recorded in the Customer Feedback Complaint Registration Form. The recorded information is transferred to the Quality Management and Sales units.
Incoming complaints are recorded by the Quality Management, Sales and Foreign Trade departments by entering the customer complaints module in QDMS. QDMS records each complaint with a unique identification code. Registration information consists of the following.
Article about the complaint
Complaint notification date
Form of notification
Planned progress report date
The product, service, personnel or other activities subject to the complaint
Amount subject to complaint, amount of shipment, amount of complaint
Complaint summary and details
The relevant department and complaint information team to resolve the complaint
Urgency and Importance of Complaint etc.
It consists of subject headings.
The urgency of the complaints made in the following situations is considered to be of high importance.
Problems stopping the production and/or service of the complainants
Problems with delivery
Quality problems causing loss of production and efficiency
Problems that risk human health
Problems reported on the same product and/or service over and over
4.4. FIRST ASSESSMENT OF THE COMPLAINT
The Quality Management makes a preliminary examination of the customer complaint, approves it, ensures that the complaint is opened to the relevant departments, and completes the missing information, if any, by meeting with the complainant.
At this stage, the complainant is informed that the complaint has been evaluated, and the notification is made verbally or in writing by the Regional Sales Manager, Export Manager and/or the Quality Management Department. Notification should be made in a short time, depending on the urgency of the complaint. The complainant is requested to send the details of the complaint, if any, the product sample(s) or packaging information and sample(s) subject to the complaint. The Regional Sales Manager also visited the complainant on site and provided samples and information.
can take. The interview can be by phone, e-mail or face-to-face. Quality Management transfers the detailed and up-to-date information about the complaint to QDMS. Quality Management prioritizes the complaint according to its urgency and importance. It determines the team and team leader related to the complaint and publishes the complaint through the internal information network.
Following the initial evaluation of the complaint (if any), immediate solution proposals are communicated to the complainants. If the solution proposal is accepted by the customer, the next step regarding the complaint is taken (item 4.5).
Interviews with the complainant are conducted with a certain courtesy. Personal information of the customer or the complainant is not disclosed without the consent of these persons.
4.5. INVESTIGATION OF THE COMPLAINT
If a quick solution cannot be found regarding the complaint, the Regional Sales Manager, Export Manager/Technical Specialist, Quality Management and R&D can visit the complainant to make on-site inspections. He sends the findings and samples he has obtained to the relevant authorities of the complaint at the factory for examination. Tests and evaluation findings made in the factory are transferred to QDMS by Quality Management.
Quality Management informs the Sales, Foreign Trade and Marketing departments in the light of this information. All subsequent procedures regarding the complaint are carried out by Regional Sales Managers, Export Managers and Quality Management.
4.6. DECISION AND CLOSING OF THE COMPLAINT
If the complainant is found to be justified in his complaint, the grievance in question is resolved in accordance with the mutual agreement to be reached with the complainant. If there is a nonconformity arising from the complainant’s own practices, this situation is conveyed to the complainant by producing alternative solutions when necessary.
At this stage the Quality Management decides if there is a need to initiate a CAPA. If it is necessary to start CAPA, the team is determined via QDMS and the activity is started. According to the content of the complaints and the need for corrective/preventive action, complaints can be followed up with CAPA over QDMS.
Quality Management can prepare the final report on the complaint in QDMS and close the complaint without waiting for the CPA result. Quality Management enters or ensures that the claims, returns, discounts, cancellations, reprocesses, changes and similar situations are entered into the QDMS as qualification information, and then the complaint is closed by the Quality Management department after receiving the customer’s opinion and approval.
4.7. AUTHORIZATION AND MONITORING WITH THE CUSTOMER
If the solution proposed by the Customer Satisfaction Complaint Management Representative with the complaint is approved by the customer, a consensus is reached and the agreed solution is implemented by the relevant department as soon as possible.
After the solution is implemented, the Customer Satisfaction Complaint Management Representative talks to the customer for confirmation. If the customer does not find the proposed solution suitable and a consensus cannot be reached, the Customer Satisfaction Complaint Management Representative presents the alternative solution, if any, to the complainant.
If the complainant does not accept any proposed solution and no agreement is reached, the complaint is left open as soon as it is closed. If an agreement cannot be reached, the customer who has made a complaint has the right to apply for external solutions, such as seeking rights through legal legal means.
Customer Satisfaction Complaint Management Representative investigates whether there are other customers who have been affected by similar non-compliance after the customer’s satisfaction is ensured. If customers who may have been affected by similar non-compliance are identified as a result of the research, the Customer Satisfaction Complaint Management Representative contacts the designated customers and learns about their satisfaction status. A new customer complaint is prepared for customers who are dissatisfied with the same issue.
Complaints that remain open are continued to be followed up during the evaluation periods, and if no information is received from the complainant or that the official authorities do not receive any information that the complainant has applied for an external solution within 1 year from the date of the complaint, the complaint is closed.
If the complainant turns to external solution within the 1-year monitoring period, the complaint is left open and the complaint is not closed until the external solution is concluded.
The Customer Satisfaction Complaint Management Representative provides information and evaluations about the complaints, provided that at least the number of Management Review Meeting periods and not less than 6-month periods; forwards it to all concerned as a report. It can hold a meeting at the factory regarding the complaints and
can share the situation with the participants. In addition to these, MMŞYT prepares an annual evaluation report at the Management Review meetings and presents it to the senior management.
4.9. IMPROVEMENT OF COMPLAINTS HANDLING PROCESS
HİBSAN determines the performance parameters and targets of the complaints-handling processes. Performance criteria determined within the framework of the complaints-handling process are periodically reviewed through management review meetings and target revisions are made within the continuous improvement cycle.
Complaints are classified by Quality Management and then recurring and first encountered problems and trends are identified. Corrective/preventive actions are planned to eliminate the root cause of the complaint.
In order to evaluate the performance of the complaint-handling process, audits are carried out at periods determined within the scope of the Internal Audit procedure.
4.10. MEASUREMENT OF SATISFACTION LEVEL WITH THE PROCESS OF HANDLING COMPLAINTS
At HİBSAN, surveys (Complaint Management Process Satisfaction Questionnaire) are organized to determine the satisfaction levels of the complainants. After each complaint, the complainant is called by phone and asked about his satisfaction with the process of handling the complaint and the information obtained is evaluated. The results of the survey are evaluated by the Customer Satisfaction Complaint Management Representative and Corrective/Preventive Actions can be initiated for the detected nonconformities according to the Nonconformity Control Procedure and Preventive Actions Procedure.
Surveys conducted, survey evaluations and actions taken are regularly discussed/evaluated at Management Review meetings.
4.11. EVALUATION OF CUSTOMER SATISFACTION SURVEY
Customer satisfaction surveys are conducted at least once a year to the organization of the quality management unit. Joint action is taken with sales units and marketing units. The survey contents and survey evaluation method are explained in the Customer Satisfaction Surveys Evaluation Instruction. Customer satisfaction surveys cover the domestic market and abroad. Domestic market surveys are aimed at distributors, outlets and final consumers. Export surveys are applied to foreign dealers and distributors. Customer
satisfaction survey data is evaluated at YGG meetings; In addition, CPA for non-compliance, deficiencies, in short, dissatisfaction or suggestions specified by customers.
can be started.
4.12. STORAGE OF RECORDS
At HİBSAN, all records related to customer complaints are kept throughout the shelf life of the product. Ensuring the continuity of the data in the QDMS is secured by the backup procedures of the information systems.
HİBSAN VENTILATION LTD. STI.